ECXO

APRIL 10, 2024

This could involve innovative approaches to product design, unique marketing strategies, or exceptional customer service that exceeds customer expectations. In customer experience, a ‘quantum leap’ could refer to a sudden, dramatic improvement in customer satisfaction or loyalty due to changes in business strategies or practices.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Beyond Philosophy

APRIL 5, 2024

This tool facilitates collaboration and strategy formation based on meaningful data. The importance of uncovering hidden customer motivations for effective business strategies. Research and analysis are necessary to uncover customer motivations and make informed business decisions.

Customer Experience 89

Customer Experience CX 89

Intercom, Inc.

MARCH 10, 2021

Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource. For instance, to raise awareness of what goes into each research project, we include a timeline in every research plan. Enter the “positive no.”

245

245

C3Centricity

JANUARY 16, 2024

After decades of learning and experimentation, I created QC2 so that every business can successfully adopt a customer-first strategy, and become more agile, more resourceful, and experience increased market growth. And research by Gartner concluded that 80% of organizations expect to compete mainly based on CX. The benefits are huge!

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

Uniphore

JULY 10, 2021

Who Should Attend: Customer Experience Planning, Strategy & Execution Pros Contact Center Operations & Workforce Management Pros Conversational AI & Intelligent Automation Pros COOs, CIOs, CTOs and Digital Transformation Pros.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

SurveySensum

FEBRUARY 9, 2024

Market research is also a lucrative field to enter, as many firms and organizations see the value of their services. In 2022, the global market research industry earned $82 billion in revenue. If you plan to incorporate market research into your business operations and decision-making processes, read below for our seven helpful tips.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Intercom, Inc.

JANUARY 18, 2023

We create our business strategies around driving growth, and look to growth as the key indicator of the health and viability of our companies. ” Chip Lay, Director of Product Strategy at Fullstory. You can use product analytics to discover new areas for research. Chip Lay, Director of Product Strategy at Fullstory.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

SurveySensum

MARCH 21, 2024

63% of marketers create content based on customer personas to enhance their strategies! This can help you to know your customers deeply and plan and design product strategies accordingly. Moreover, align targeted business strategies and decision-making for maximum success. If you don’t know them, how will you sell to them?

Social Media 52

Social Media Retail Text Analytics Construction 52

Totango

JANUARY 3, 2024

In November, Totango was named a Strong Performer in The Forrester Wave : Customer Success Platforms, Q4 2023 report by leading global research and advisory firm Forrester Research, Inc., showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Intercom, Inc.

NOVEMBER 17, 2021

At Intercom, research, analytics, and data science informs everything we do. We build a deep, holistic understanding of our customers, employing user research to unite quantitative and qualitative insights. For that, we rely on user research. User research is the practice of understanding people – the “why”.

Start-ups 156

Start-ups Sales Customer Service 156

SurveySensum

FEBRUARY 13, 2024

Research says a better UX not only gets your attention but also brings in the bucks. Get ready for a journey that will uncover the most useful UX strategies for startups! Startups must dedicate resources and time to comprehensive user research. Strategy 3. Take Metronet Internet – they get it, and many others do too!

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Beyond Philosophy

MARCH 29, 2024

Despite these changes, we should keep our communication personalized and well-researched. Some think not responding is rude, while others argue it’s acceptable. It shows how communication norms differ across platforms. Understanding the norms of each platform and maintaining in-person connections can help avoid being ghosted.

Technology 89

Technology Technology CX 89

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer Retention 87

Customer Retention Customer Loyalty 87

Comm100

SEPTEMBER 12, 2023

The key components of SEM include: Research and market analysis : Understand the current higher education landscape, identify target demographics, and recognize institutional strengths and weaknesses. Recruitment strategies : Create campaigns tailored to engage with more potential students and increase applications.

Education 62

Education Structured Data 62

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

Intercom, Inc.

MAY 18, 2021

A commissioned study by Forrester Consulting on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , reveals how conversational experiences are fuelling customer retention and business growth for global companies. Commissioning Forrester Consulting. Enter Forrester.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Intercom, Inc.

MAY 22, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzzworthy to expected. It’s also been great to see exploratory research gaining ground as a strategy for identifying product opportunities. Role of exploratory research in product development.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth. The Majority of Companies Have a CX Team. This change is significant.

CX 192

CX Net Promoter Score AI NPS 192

Sprinklr

OCTOBER 7, 2021

When you understand your competitors’ performance, you can pivot your strategy to what is working for them with the insight and the knowledge that it will work for you as well. To stay relevant in a complex social landscape, brands need to know how they stack up against the market and gather information on other brands’ strategies.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Customer Think

SEPTEMBER 16, 2023

In the pursuit of success, effective strategy execution has become more critical than ever before. Unfortunately, research reveals that companies are still grappling with the implementation of key […] The pressure to generate growth, meet stakeholders’ expectations, and deliver outstanding results can be overwhelming.

105

105

PeopleMetrics

FEBRUARY 21, 2023

After all, CX is never a one-and-done process, and your CX team should conduct regular customer experience research to stay up-to-date and build better experiences. To help your business start researching the customer experience at your organization, this guide will dive into a few essentials for how to develop a research program.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Beyond Philosophy

MAY 15, 2023

I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap. The new research reveals two distinct groups. As a result of this, the research reveals this makes them: 3.2 People with high and low levels of confidence.

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Customer Think

AUGUST 27, 2021

A 2021 study by Javelin Strategy & Research has revealed that identity theft cost Americans around $56 billion last year, impacting as many as 49 million customers. Identity fraud is a very real threat facing businesses today. A breach can quickly result in devastating financial loss for your customers and your organization.

Customer Experience 141

Customer Experience Technology Technology 141

Zonka Feedback

JULY 14, 2022

Once you are done investing all the time, money, and effort into developing a groundbreaking product, you need an excellent customer feedback strategy that will guide you on the way forward. The research conducted by American Express, customers are always willing to spend 17% more on businesses that offer exceptional customer service.

Customer Feedback 98

Customer Feedback Customer Service 98

NGDATA

MARCH 13, 2024

The top SEO strategies in 2024 include extensive keyword research, frequent content publication, on-page optimization, quality backlink building, and optimizing website experience. Source The post The Rules of SEO Are Changing — Here Are 5 Powerful Strategies to Help You Rank in 2024 appeared first on NGDATA.

40

40

Fonolo

FEBRUARY 18, 2021

Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. After all, it’s easy to lose sight of your objectives when you’re conducting research. By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team.

Text Analytics 52

Text Analytics NPS Outlook CX 52

C3Centricity

FEBRUARY 27, 2024

Today, many companies are turning to a more nuanced strategy: atomic change. Faster Implementation : Another research study from McKinsey indicates that atomic changes can be implemented 30% faster, on average, than large-scale transformations. But this is no longer the only path to success and is certainly not the most effective.

E-commerce 90

E-commerce Retail Innovation CX 90

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. These programs often have shared stakeholders, reach out to the same audience, and may share a budget. Twitter: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

TeamSupport

MAY 31, 2023

Benefits of Using Chatbots in Your Customer Support Strategy A well designed chatbot can improve the customer experience at a lower cost than interacting with a live agent. If your company stands on providing high quality customer support, then chatbots should be part of your customer communication strategy.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

Intercom, Inc.

JUNE 2, 2021

This type of innovation can factor into the business strategy, product strategy, and execution levels. Before we start a project, we usually consider potential innovation within the latter two categories – product strategy and execution. My team recently took ownership of our Customer Support channel strategy.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

CX 64

CX B2B Education Innovation 64

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. Conduct competitive research and benchmarking. Protect your overall brand health and safety.

Social Listening 110

Social Listening AI Social Media CXM 110

Customer Think

JANUARY 16, 2022

To do it well, businesses have to think about how to create a good content strategy, research which keywords to include to rank better, craft engaging posts, and, most importantly, publish […]. Maintaining a blog section on a website can take a lot of time, energy, and effort.

119

119

Beyond Philosophy

JUNE 18, 2022

5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy. Customer research requires a few things to be effective in driving the metrics that matter for your experiences. Key Ideas to Improve your Customer Experience.

Management Consulting 89

Management Consulting Customer Survey Customer Experience CX 89

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107